Analyst - IT Service Management

Enercare•Markham, ON

66d

About The Position

The ITSM Analyst plays a pivotal role in advancing the efficiency, reliability, and maturity of IT Service Management across the organization. This role is responsible for governing and optimizing ITSM processes, supporting and enhancing the ITSM platform, and ensuring alignment with ITIL best practices, enterprise standards, and business outcomes. In addition to strong ITIL process knowledge, the ITSM Analyst is expected to actively support the ITSM tool, including configuration changes where appropriate, to enable automation, reporting, and continual service improvement.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field.
Strong understanding of ITIL Framework and core ITSM processes.
Hands-on experience with enterprise ITSM platforms, including reporting and configuration exposure.
Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately.
Proven ability to navigate the technology environment and work effectively with multiple groups.
Ability to manage multiple priorities in a fast-paced environment.
Strong analytical, documentation, and communication skills.
Excellent interpersonal and team player skills, able to mediate conflicts, recognize options, propose and implement solutions.
5+ years of experience in ITSM roles, with demonstrated expertise in at least two core ITIL processes.
ITIL certified to a minimum of Foundation level
Experience with CMDB, asset management, and service catalog design
Understanding of ITSM data structures and ability to extract and transform data for reports
Strong capability using advanced Excel functionality
Ability to support and configure ITSM tool beyond out-of-the-box functionality.

Responsibilities

Champion continual service improvement (CSI) initiatives across service management practices.
Serve as the process controller for ITSM processes (e.g., Incident, Problem, Change, Request, Knowledge).
Contribute to projects to identify and execute improvements in processes and tools
Monitors the daily operation of the ITSM processes to ensure good execution and compliance, identify and address any incompliance or cross technology process improvement initiatives.
Monitor and analyze service performance metrics (SLAs, KPIs, OLAs) to identify trends and areas for improvement.
Lead root cause analysis for recurring incidents and problems and drive corrective actions.
Support major incident management by facilitating communications, documentation, and post-incident reviews.
Translate operational insights into measurable service improvements.
Serve as a key contributor and support resource for the ITSM platform, working closely with the tool SME or platform owner.
Perform configuration changes within the ITSM tool where appropriate, including: Workflow and form configuration, Business rules and UI policies, Catalog items and request workflows, Reports and dashboards
Support automation and standardization of ITSM processes through tool capabilities.
Develop and maintain dashboards and reports for IT leadership to monitor key performance indicators (KPIs) and service level agreements (SLA), highlighting service health, trends, and improvement opportunities.
Collaborate with IT and business teams to ensure tool enhancements align with defined ITSM practices.
Act as a liaison between ITSM, service owners, and business stakeholders to ensure alignment and transparency.
Provide guidance, training, and support to the IT community to promote consistent adoption of ITSM processes and tools.
Maintain process documentation & knowledge articles that support IT service management practices.
Participate in ITSM governance forums and contribute to the overall ITSM maturity roadmap.
Lead and support change initiatives related to ITSM process and tool adoption, including communication, training, and stakeholder engagement.